“It’s hard to predict what’s going to be created.   It’s easy to see what’s going to be destroyed.”   On today’s episode of That’s Genius podcast, Michael continues his interview with Five9 CEO, Rowan Trollope, as they discuss what the future holds for the contact center in an increasingly automated world.   “The shift of brick and mortar to online is going to drive a lot of the current people who are doing retail into contact centers,” says Rowan, who says we still need that human touch.   “One of the most important dynamics of the new business model is that the more you engage with your customer, the more you increase the lifetime value of that relationship with the customer in a services led business.”